Service Delivery Director

Exp: 15+ years

Location: Chennai

Role Summary:

This role is accountable for driving operational excellence, ensuring client commitments are consistently met, and embedding a culture of continuous improvement across delivery teams. The individual leads escalation management, fosters innovation, and utilizes data-driven insights to optimize service quality and operational efficiency. They play a pivotal role in aligning operational performance with strategic business objectives while maintaining a proactive, solution-focused approach.

Key Responsibilities

• Manage project scope, detailed work breakdown structures, milestones, and project budgets.
• Lead the Oracle EBS R12 implementations, upgrades, migrations, rollouts, and production support along other non-oracle applications too.
• Coordinate cross-functional teams across Finance, Supply Chain, Procurement, and Boundary / integration applications. Track and mitigate project risks, issues, and dependencies
• Act as the main bridge between technical, functional/configuration, DBA teams, business stakeholders, and external vendors. Responsible for operational metrics to monitor , take appropriate actions. Responsible to hiring process and coordination with internal / external stakeholders.
• Work with different teams for business requirements, help/assist to provide right thoughts about scope to ensure the solution, commercials are justifiable.
• Expected to lead 50+ team size and should have regular connect with business stake holders. Should have extensive experience in the Application Management Support (AMS)Should have experience to manage the P&L for the Account
• Should have experience in Resource Management, Cost management, people management
• Should be able to manage an account having a size between $10-$15 Mn / Year, 100-150 FTE
• Should have hands-on experience in Incident Management, Problem Management.

Required Qualifications & Skills

Experience: 15+ years in IT project management with at least 3 years managing Oracle ERP or full-lifecycle EBS projects.

Knowledge: Strong working familiarity with core Oracle EBS modules (Financials, SCM, Procurement).

Methodologies: Agile frameworks, or PMP certified.

Tools: Must have knowledge in enterprise planning software like MS Projects, Jira and ServiceNow

Soft Skills: Excellent facilitation, conflict resolution, and executive-level communication abilities.

1.Direct operations management and escalation handling by implementing best practices in workflow design, resource allocation, and issue resolution to ensure all client SLAs and internal metrics are achieved.

2. Drive process improvement initiatives using Lean, Kaizen, and data visualization platforms such as Power BI or Tableau to identify and resolve bottlenecks, enabling measurable gains in efficiency and quality.

3.Oversee escalation management protocols by setting up structured response mechanisms, analyzing root causes, and ensuring rapid resolution of high-impact incidents.

4. Guide and coach team leaders and managers by conducting regular performance reviews, sharing operational management frameworks, and promoting a culture of continuous learning and accountability.

5.Interpret and communicate operational performance trends using advanced data visualization tools, ensuring key stakeholders are informed and empowered to make timely decisions.

6. Champion innovation within operations by leveraging industry best practices and emerging technologies to streamline systems, policies, and processes supporting organizational growth.

Develop and maintain robust feedback channels with clients to proactively understand evolving requirements and ensure service delivery aligns with client expectations.

Must have Skills:

EBS- Oracle process manufacturing Cost management

Program and project management